Mears 24/7 is delighted to have been awarded a 10 year plus 5 year contract by West Kent Housing Association (West Kent) to deliver their out of hours call handling service. The contract is worth £450,000 over the ten years and will commence in September 2014 to provide an out of hours repair and maintenance contact service for West Kent’s portfolio of 6,500 homes.
West Kent conducted a rigorous tender process heavily weighted around quality and delivering excellent customer service. Mears 24/7 came top in most categories and clearly showed their commitment to providing a fantastic service for West Kent residents.
West Kent and Mears 24/7 will develop a strong relationship based on the principles set out in the tender. West Kent is keen to ensure excellent customer service and value for money. Mears 24/7 will develop an interface to provide the housing association with up to date, real time contact information.
Both organisations will benefit from a deeper understanding of the needs of its customers and how best to meet them. Use of technology will enable both organisations to share information to the benefit of residents. It will also support West Kent to gain a greater understanding of what is happening in the business, analyse the data and make adjustments as necessary.
Martin Byrne, Operations Director Mears 24/7 said: “This is a fantastic contract and we are proud to be working with West Kent Housing Association. We are dedicated to delivering a quality out of hours service which not only meets but exceeds our customers’ expectations.
“The interface between the two systems will allow us to gain valuable insight into the business and to be able to drive forward improvements as necessary. We look forward to building a strong and durable working relationship with West Kent which will grow and develop with the contract.”
Mark Leader, Property Director, West Kent added: “We’re looking forward to working with Mears and building a robust partnership; we have a good reputation in partnering and having involved our residents at each stage of the tender, we are confident their needs have been at the forefront of the decision making process.”